Refund policy

UGREEN India — Shipping, Return, Replacement & Refund Policy.

 This policy forms an integral part of the Terms of Sale for all purchases made on www.ugreenindia.com and affiliated portals operated by Sophus Technosol Pvt Ltd.)

1. Shipping & Delivery

1.1 Dispatch lead time – All paid orders are normally dispatched within two (2) business days.
1.2 Courier service – Shipments are sent via insured surface or air courier with end-to-end tracking. Deliveries do not require a signature unless expressly requested.
1.3 Charges –
 a) Shipping fees comprise freight, handling and packaging.
 b) Fees are calculated at checkout according to weight and destination; multiple orders placed separately cannot be consolidated.
1.4 Risk of loss – Title and risk in the goods pass to the buyer upon hand-over to the carrier. Nevertheless, Sophus Technosol packages all items with industry-standard protective materials.
1.5 Visible tampering – Customers must refuse delivery of any parcel that appears opened, damaged, re-taped or otherwise tampered. Acceptance of a compromised package voids transit-damage claims.

2. Return & Money-Back Guarantee (7 Days)

2.1 Eligibility window – Most products may be returned within seven (7) calendar days of delivery.
2.2 Acceptable reasons –
 a) Product is defective on arrival (DOA);
 b) Product differs materially from the description or images displayed at the time of order;
 c) Product is unopened, unused and sealed, and the customer cites an incorrect purchase (“change-of-mind”).
2.3 Ineligible returns –
 a) Products whose factory seal has been broken (other than for DOA evaluation);
 b) Consumables, software, or customised items;
 c) Requests raised after the 7-day window.
2.4 Return authorisation – Obtain written approval by emailing admin@ugreenindia.com before shipping any item back. Returns sent without authorisation will be refused.
2.5 Restocking fee – Up to 20 % of the invoice value may be deducted for approved change-of-mind returns. No fee applies for DOA or description-mismatch cases.
2.6 Condition requirements – All returns must include the original manufacturer’s box, MRP tag, manuals, warranty card and accessories, with serial numbers intact and unaltered.
2.7 Customer obligations –
 a) Take six (6) high-resolution photographs of the parcel (all sides) before opening, and another six photographs after unboxing if an issue is discovered.
 b) Email the photos within 24 hours of receipt to info@ugreenindia.com; videos are welcome but do not replace the mandatory photographs.
2.8 Freight cost allocation –

Scenario	Return freight borne by	Outbound replacement freight borne by
DOA or description mismatch	UGREEN India	UGREEN India
Change-of-mind (sealed, unused)	Customer	N/A
Misuse, deceitful claim, or non-defect	Customer (both directions)	N/A

3. Replacement Policy

3.1 DOA replacements – Products confirmed DOA within 7 days will be replaced with a new unit subject to stock availability.
3.2 Warranty replacements – Defects arising after 7 days are handled under the manufacturer’s warranty terms (typically 18 months).
3.3 Evaluation procedure – Returned items are tested for functional faults, misuse, burn-outs or serial-number tampering. Findings are final.
3.4 If an identical model is discontinued or out of stock, Sophus Technosol may offer an equivalent model or a full refund at the customer’s choice.

4. Refunds

4.1 Refunds are processed only after (i) the returned product passes inspection and (ii) all return conditions are met.
4.2 Timelines – Approved refunds are issued within seven (7) working days of inspection completion.
4.3 Mode – Refunds are credited to the original method of payment wherever feasible; otherwise, they are remitted to the customer’s nominated bank account.
4.4 False or deceitful claims – If testing confirms the product is fully functional, the customer shall arrange collection at their own cost within 14 days. Unclaimed items will be disposed of after 60 days without further notice.

4.5 Return-Before-Chargeback Condition

The buyer must return the product to Sophus Technosol Pvt Ltd (UGREEN India) and obtain a formal Return-Merchandise Authorisation (RMA) before initiating any external payment-dispute or chargeback.

• Failure to provide proof of physical return (courier tracking or hand-delivery receipt) will render any chargeback “merchant favoured” under card-network rules.
• If a chargeback is filed while the product remains in the buyer’s possession, the dispute will be contested with evidence of non-return, and the buyer will remain liable for the invoice amount plus any chargeback fees imposed by the acquiring bank.

5. Claims for Transit Damage or Missing Items

5.1 Claims must be raised within 24 hours of delivery with the mandatory six photographs (see § 2.7).
5.2 Acceptance of a visibly tampered parcel voids the right to claim transit damage.
5.3 Sophus Technosol’s liability is limited to replacement of the product or refund of the invoice value; consequential losses are expressly excluded.

6. General Provisions

6.1 The above policies do not affect statutory rights under Indian consumer law.
6.2 Sophus Technosol reserves the right to amend this policy without prior notice; the version in force at the time of purchase shall apply.
6.3 All disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.

Need assistance?
Email: admin@sophustechnosol.com | info@ugreenindia.com
Customer-care hours: 09:30 – 18:00 IST, Monday to Saturday.